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Service Director (Senior Group Manager, Relationship Management)
July 5, 2018
New York, New York
Relationship Management - M4Manages a large or specialized team of Relationship Managers or multiple teams. Guides team(s) on identifying opportunities for incremental account growth. Teams are typically servicing global, complex clients. May continue to manage a limited portfolio of key accounts critical to the achievement of team or business unit goals. Contacts within the client are at the highest level (C-Suite). Manages the human and financial resources of the assigned area. Has developed significant expertise on industry trends, competitor services/offerings and clients business environment. Recommends and leads the development of firm thought leadership within a region or business segment based on client feedback and industry/segment knowledge.Establishes and stewards internal relationships to recommend and advocate for product/service enhancements that will fill underserved client interests. Recommends areas for firm thought leadership efforts based on client feedback.Contributes to development of the strategic objectives for Relationship Management within a business unit. Identifies areas of focus for achieving incremental growth and establishes protocols to guide Relationship Managers in integrating these focus areas into their clients account plans.May establish strategies for pricing and contract terms within the business unit that will optimize client satisfaction yet manage internal risk.Tracks and reports on relationship strategy/results for assigned team(s)/business unit. Develops and reports on team metrics and dashboards.Liaises and strategizes with cross-business relationship managers in addition to peer leaders in account management and business development, and serves on governance committees to ensure effective client account coordination throughout the firm. Drives corporate initiatives through an industry and regional lens.May work with other Relationship Managers and/or marshals firm-wide resources (marketing, legal, compliance, etc.) to ensure client needs are being addressed and client engagement is sustained, sharing client and business knowledge across the firm. Serves as an escalation point for critical service issues or roadblocks. Shepherds issues through to resolution. Ensures client onboarding and/or risk management activities are conducted and captured (KYC, BAC, etc.) Serves as the interface for compliance, regulatory, reputational matters between clients and the Bank. In some regional/local markets may manage relationships with regulators directly.Recruits, directs, motivates and develops staff, maximizing their individual contribution, their professional growth and their ability to function effectively with their colleagues as a team. Provides feedback at the most critical times.Manages a large or specialized team of Relationship Managers or multiple teams. Work is primarily accomplished through subordinate managers. Teams are geographically dispersed with multiple reporting lines, adding to complexity of oversight.Responsible for achievement of large, specialized, and/or multiple teams goals. Ensures teams are equipped to operationalize and attain area objectives. Ensures appropriate financial and human resource allocation. In some regions, may serve as the primary interface for jurisdictional/ regulatory matters and may have entity governance responsibilities.
Qualifications Bachelors degree or the equivalent combination of education and experience is required. Advanced/graduate degree preferred. 10-15 years of total work experience preferred with 3-5 years of management experience preferred. Financial Services experience as is prior experience in Relationship Management. Applicable local/regional licenses or certifications as required by the business. As global firm, bi-lingual capabilities are helpful as is an understanding of local/cultural nuances important for client trust. BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans.
Primary Location: United States-Massachusetts-Everett Internal Jobcode: 70054 Job: Asset Servicing Organization: Service Directors-HR16351 Requisition Number: 1805389